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Can a user see additional issues based on security level in the customer portal?

I would like for my users to see issues that they have access based on security level in the customer portal. Currently they are able to see in the customer portal only issues that they create.

For instance, user 1 has access to view issues A and B in the project. Issue A was created by user 1 and issue B created by user 2. In the customer portal User 1 is able to see issue A only. I would like for User 1 to see issues A and B in the customer portal.

Thank you.

5 answers

1 accepted

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Answer accepted

Hi Claudia,

You currently can not change the customer portal so it will show other issues than those created through the portal.

Some more information :

Best regards,


Thank you Peter

I think you can do that as follows:

  1. Create a new project role, let's call it "Team X"
  2. Add your user 1 and and user 2 to Project role "Team X"
  3. Create a new security scheme
  4. Add two security levels
  5. First one, call it "Private" and make it default and add Project Role "Team X"
  6. Add a second security level and call it public and add Project Role "Public"
  7. Update your permissions scheme of the project and make sure you give create and browse permissions to Project Role "users"

When an issue created, it will be accessible by only user 1 and user 2 until the issue security scheme is changed to Public.

Hope that helps.


Hi Mehmet. I was able to set the security schemes and it works well inside the service desk but I can still not access the issues via the customer portal.

In the portal, I am able to see only my issues created via the portal. It excludes my issues created via email. Is there a way around this problem?

Thank you


Hi Claudia,

Sorry, I missed the portal part. Can you explain briefly what the Customer Portal is technically doing? Is that another application running up front on top of Service Desk?


Hi Mehmet,

The customer portal displays only the user's issues created via the portal in the My requests page. It excludes the issues created via email or through the service desk.

I do not understand well what you meand by 'another application running up front on top of the service desk' . We are running the normal jira Service Desk. No agile.

The other option I see is to grant permission to my clients to see the service desk. The problem with this is that the SLA tab is displayed in the project navigator. Do you know of a way to hide the SLA tab?



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